| Important Note! |
This material is confidential and NOT for distribution to members, prospects or power of attorneys (POA). All Member Mentions material is available under the
Marketing Tools tab on the
Secured Producer Portal.
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A sneak peek on prior insight to member communications...
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Member Health Risk Assessment (HRA) |
It is important for high risk members to have their healthcare closely managed. WellCare is assisting with this by sending the Health Risk Assessment to DSNP members who are newly enrolled in both January and February of 2016.
The assessment was mass mailed to new DSNP members at the end of February and will then become a part of our All-in-One Post Enrollment kit to DSNP members beginning in March of 2016.
The mass mailed package will include a letter, short questionnaire assessment as well as a business reply envelope. This will allow WellCare to determine any chronic conditions, or other noted conditions, that the member may be dealing with and get them involved in a case/disease management program.
Please refer to the
Secured Producer Portal for a copy of the HRA cover letter and questionnaire assessment.
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Consumer Assessment of Healthcare Providers and Systems (CAHPS) |
WellCare members are required to complete a CAHPS survey each year. The survey is sent to members on 3/9 in the mail with the option to complete over the phone and measures our member’s satisfaction through the below:
• Their Health Care experience in the last 6 months
• Their involvement with their Personal Doctors and Specialists
• Their Health Plan and Customer Service provided
• Medications from their Drug Plan
• Their Medicare Rights
The CAHPS survey is an important tool used by CMS to calculate member satisfaction through Star Ratings and accreditation metrics.
It is crucial to help members understand the significance of completing and returning the survey. When members complete the survey, CMS requires that WellCare avoids interpreting or assisting with questions and interfering with how the member will respond.
Medicare members who need assistance completing the survey may contact our external analytics team for help at 866-864-8918. Medicaid members may contact the team at 877-476-7538 for assistance.
An example of the 2016 CAHPS survey can be found on the
Secured Producer Portal.
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Member Retention Surveys |
It is important to ensure that new members receive proper care within the first 90 days of enrollment to increase member satisfaction and decrease any risk of disenrollment. There are monthly member surveys conducted over the phone to determine member satisfaction, and WellCare then uses reporting tools to determine reasons and/or predictions behind member disenrollments.
Member Surveys: Net Promotor Scores (NPS) are a result of the member surveys and evaluated through our members’ indication of the likelihood to recommend WellCare. Survey groups include new members (30-90 days enrolled) and tenured members (>90 days enrolled). Member input is gathered on ways to improve where low satisfaction is mentioned.
Noted Survey Results: It has been found that members who do not visit their Primary Care Physician (PCP) within the first 90 days of enrollment are 50% more likely to disenroll. It is crucial to discuss the importance of the member’s PCP prior to and post enrollment, making sure the member understands the significance of using their PCP and is set up for the care they need immediately.
Please reference the Retention Reporting deck highlighting disenrollment tracking and prediction information now available on the
Secured Producer Portal. |
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Member Cross Sell Campaign |
To help further educate members on other plan options available through WellCare, we are rolling out a Core to DSNP and PDP Cross Sell Campaign beginning 2/29 through 3/5. It is important that eligible members are aware of other plan options that WellCare has to offer to align their coverage with their healthcare needs.
Core to DSNP Campaign: Members eligible for a DSNP plan and have a Low Income Subsidy (LIS) level or a Medicaid plan will be mailed a Core to DSNP booklet during the mentioned time frame.
PDP Cross Sell Campaign: Members eligible that have a full or partial LIS level will be mailed the PDP Cross Sell letter during the mentioned time frame.
Please reference the Core to DSNP booklet and PDP Cross Sell letter on the
Secured Producer Portal. |
Regards,
Your WellCare Sales Support Team
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